Case Study: eir Large Business achieves 24-point NPS increase with Forsta and W5

How eir Large Business made focussing on customers its priority, in a successful partnership with W5 and our software

eir Large Business worked with Forsta and customer experience consultancy W5 to better understand how they were performing in the eyes of their customers. With a diverse customer base across different company sizes and industries, they needed a way to build clearer, more meaningful customer metrics, so they launched a Voice of the Customer program on the Forsta platform.

Using Forsta’s survey and program design, interactive dashboards, data analysis, and action management tools, W5 helped eir Large Business measure Customer Effort and Net Promoter Score across key touchpoints for more than 5,000 top customers. The program delivered a 1.5% reduction in voice churn, a 0.5% reduction in broadband churn, around €624k in annual revenue savings, €2m in service centre cost savings in 2016, and a 24-point NPS increase during the year.

W5

Liz Hickey

W5